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How long does it take to ship? 🚚
Orders are processed and shipped Mon-Fri, 9am-5pm PT (excluding holidays). All orders require 1-2 business days to process. Once shipped, Standard shipping orders will arrive in 7-9 business days. Expedited orders will arrive within 4-5 business days. Fast AF orders will arrive within 2-4 business days. Business days are Monday-Friday (excluding holidays).
What does free shipping entail? 🆓
Members get free shipping on their Quarterly Score shipments, all other orders will include free shipping with the purchase of 3 or more products. Free shipping is Standard shipping and will arrive within 7-9 business days (after the 1-2 business day processing window)
ORDERS & RETURNS FAQ
What is the refund policy?
We offer a 111-day money back guarantee, yes we're serious. On your FIRST PAIR of underwear, if this is your first time ordering with us. Our Steals products and products sold during major sales periods are typically labeled FINAL SALE and are ONLY eligible for return under special circumstances, or if it’s your first time placing an order.
We ALWAYS recommend you try on underwear products OVER something first, and do not wash or continue to wear them if they don’t fit. We cannot accept any worn or washed underwear returns under any circumstances.
If you have a specific issue with a product or subscription pair, we are always willing to help you make an exchange either through our returns portal, or for a store credit/refund depending on the issue. Just reach out to firstname.lastname@example.org with any questions about this.
If anything is wrong with the product when you receive it or within the first 100 days, we’ll happily replace it for you. We do require that you send photographic evidence of the damage to receive replacements.
*handling fees apply after your first pair ordered.
Why the new subscription?
We’re moving to a quarterly subscription (every 3 months) in order to continue providing you with free shipping, our lowest prices, significantly reduce our environmental impact, and create prints exclusive for members. And with the introduction of MEMBERS ONLY prints, it gives us the time necessary to plan and execute the absolute best designs and membership experience possible for you.
What if I want to switch from LadyBoxers to Booty Shorts or Boxer Briefs or bras, or change size?
To change size, log in to your account, go to “subscriptions”, and click “details”, then click “edit your subscription” to make a change. To switch styles, please reach out to customer service at email@example.com. Just be sure to do it at least one week prior to the next Quarterly Score drop!
What if I don’t like one of the three prints that’s coming in my quarterly subscription?
We will announce each Quarterly Score print before the drop, if one or more is not your vibe, we recommend you skip that quarter and wait for the next drop. Or give that pair to a friend as a present and make them love you, as we can’t separate the pre-packaged pairs.
What if I only want to return one pair?
Reach out to our stellar customer service team, and we’ll see what we can do. You are a member, after all.
What perks come with the membership?
- - Savings of 25% or more off each pair
- - Free Shipping on Subscription orders
- - Saving the planet by reducing shipping emissions and packaging
- - Stackable Sitewide Discount of 10% (can be used in addition to other sales and promotions)
- - Members exclusive prints
- - Free Members Only Mystery Gift
How does the billing work? Can I pause my subscription?
You will be billed on the first day of every quarter (January 1st, April 1st, July 1st, October 1st) and your order is shipped that first week of the month. You can pause your subscription, but if you want the next quarterly drop, you’ll have to reactivate it during the next enrollment period (the month before the upcoming quarter, e.g. September for October 1st’s drop)
Can I buy these prints separately? Or are these only available in the subscription?
These prints are exclusive to the Quarterly Score members, but will sometimes become available to the general public after all of our members receive their pairs. When that happens, there will be no guarantee how many will be available, or in what sizes, and they will cost full price.
I wanted to get the Quarterly Score subscription but it says “join the waitlist”, what does that mean?
It means the current Quarterly Score has closed, and we’re currently working on our next 🔥 drop! Join the waitlist and you will be sent an email reminder when the next Culprit Quarterly Score is available (one month before the next release)!
I ordered a Small for the subscription, but after trying on a pair, I realized a Medium is better. How do returns work for the Culprit Quarterly Score?
If you wish to make a return for exchange, or a refund, you will have to send us all three pairs in your order. We can only accept unwashed/unworn pairs still in their original packaging. There will be a return shipping fee for the return label, based on the amount of product being returned.
If this is your first order with us, please reach out to customer service and we’ll take care of you. Please refer to our detailed SIZE CHART if you are unsure about your size.
I received my Culprit Quarterly Score and one of the pairs in my order was the wrong size! Two were XL and one was XXL. What do I do?
Please send a picture of the wrong sized pair and its barcode/packaging. We’ll send you a replacement pair free of charge, just reach out to customer service at firstname.lastname@example.org. In the event we are sold out of that design, we can issue store credit.
How do we see what is coming each Quarter? Only in email? Or somewhere on the website?
Our Quarterly Score designs can be previewed via member email and on the site at the Subscription Page well before the next release drops.
I can’t get into my account
If you can’t remember if you finished creating your account email Info@culpritunderwear.com to have one of our team members send you an account activation.
The Account page is blank 🧐
Log out and log back in (classic fix!), if you encounter any blank pages after signing back in and reloading the page, please let us know:Info@culpritunderwear.com
How do I update my Billing/Shipping address? 🤷♀️ 🤷
Login, click the person icon in the top right corner of the screen and then go to the “Information” tab. Add as many addresses as you want, but be sure your “default” is the one you want your orders to go to.
What is Culprit Cash and how does it work? 🤑
Culprit Cash is our rewards currency! Earn cash by making purchases, referring friends, following us on social media, etc. — for more ways to earn and redeem visit the rewards portal here.
What if something doesn’t fit? 🍑
You can make a return/exchange using our returns portal. Just select the reason for the exchange and boom, we’ll ship one out as soon as you put your return in the mail.
What if my underwear is damaged? 🤨
If anything is wrong with the product when you receive it or within the first 100 days, we’ll happily replace it for you. We do require that you send photographic evidence of the damage to receive replacements. Please email our customer service team at Info@culpritunderwear.comor through the contact form with help regarding damaged pairs, but be prepared to provide photo evidence of the damage.
How often do you release new wild patterns? 🤪
We drop a new membership print every month, then once all members have received it, we make it a public release.
How long does it take to restock products? 🕵️♀️
Other than a few core prints and solid colors, we rarely restock, especially not limited editions, so we recommend you sign up for a subscription to guarantee you don’t miss out!
What are Steals products?
Steals products are the same amazing Culprit products at a discount, because we made a few too many. All sales are final, no returns or refunds on these products and no additional discounts can be added to these products.
What size should I get? 📏
All products are as true to size as they can be. For men’s and women’s bottoms, if you are trying to choose between two different sizes, we recommend you size up. For our ComfyBras we recommend you choose the size you would typically get with any modern sports bra, or size down if you are in-between sizes. For a list of all our product sizes, click here!
CULPRIT REWARD$ FAQ
How do I access my rewards?
To access your rewards make sure you are logged in with the email account associated with your past orders. Login HERE. Then click on the "My Culprit Reward$" pop-up in the bottom right of the website.
How do I use my Culprit Cash rewards?
To use your culprit cash rewards click on the “Ways to Redeem” option in the “My Culprit Reward$” pop-up.
Check out the ways to earn rewards in the “Ways to Earn” option.
To discount an order using rewards points you will generate a personal discount code with as many points as you want from your earnings. You generate this code in the "Ways to Redeem" section of the pop-up.
Copy the full code that is generated and then paste it in the discount code box at checkout.
My payment didn’t go through 💳
Did you enter the numbers correctly? Is your credit card still active? Expiration date and CCV on the back all correct? Matching Zip codes? Contact customer support (Info@culpritunderwear.com) or a friend for help.
How often is my subscription billed? 💸
The Quarterly Score Membership is billed once every 3 months on the first day of that month (to be exact: January 1st, April 1st, July 1st, October 1st)
Fret not, we’re here to help. Drop us a line atLets connect